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Zendesk for Service
8.2 /10

What is Zendesk for Service?

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.

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Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

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Zendesk for Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk for Service.

83 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+80 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk for Service?

3% Negative
15% Neutral
82% Positive

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Agent Scripting

79

Customer Service Workflow Management

79

Intelligent Search

79

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Ease of Implementation

79

Quality of Features

79

Business Value Created

78

Ease of Data Integration

78

Ease of IT Administration

78

Usability and Intuitiveness

77

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

Johan M.

  • Role: Sales Marketing
  • Industry: Banking
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2022

Useful and flawless

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

It is different because it provides a clear and easy-to-integrate infrastructure with applications and self-developed software, it is a tool which has never failed and provides excellent performance for different types of workloads such as e-mail.

What is your favorite aspect of this product?

What I like most about Zendesk is that for the operations team or CXP it is a very intuitive tool that allows you to sort tickets and cases proactively. The macros are an excellent help and save too much time for the operations team, the admin panel is very clear and intuitive.

What do you dislike most about this product?

I do not like that it can be very flat and does not allow you to add unzipped files or add a layer or a signature with more design, but just put the name of the agent, in branding issues would be important to add a little more design or layer options to not look so flat and boring. Anyway, being a bit minimalist, it helps to make it a tool within the reach of any team member and that can be connected and integrated with other apps and APIs without major problems.

What recommendations would you give to someone considering this product?

It is important to consider the integrations that Zendesk provides, since having a proper training will allow you to take advantage of the functionalities it offers, it is important to be able to organize the folders with a specific use so that the backlog is organized and can be easily managed, and in this way avoid confusion. It is a tool that can be adapted to one business or another in an exceptional way, it is a crucial investment.

Pros

  • Reliable
  • Enables Productivity
  • Trustworthy
  • Unique Features

victoria G.

  • Role: Information Technology
  • Industry: Not for Profit
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2022

Easy to use, great for small/mid organisations.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Super easy to use and integrate. Also very cost effective.

What is your favorite aspect of this product?

Ease of integration and very user friendly.

What do you dislike most about this product?

Nothing at all, we moved to Salesforce due to a senior management decision.

What recommendations would you give to someone considering this product?

Yes, its easy to user and has a great range of features.

Pros

  • Helps Innovate
  • Effective Service
  • Saves Time
  • Respectful

Ardin M.

  • Role: Information Technology
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted May 2022

Fantastic platform with great set of features

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

The reporting features, the number of apps which it can integrate with.

What is your favorite aspect of this product?

I mostly love how easy is to navigate and the fact that it allows each agent to customize their view and have custom views set-up which would enable agents to be much more productive and organize their dashboard the way they like it.

What do you dislike most about this product?

I have to download an attachment that was initially attached to the ticket in order to re-attach it.

What recommendations would you give to someone considering this product?

Play around with it and depending on your business size and needs, I'd give Zendesk a try.

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Caring